A customer experience about British Airways

Status: Approved

#CustomerService #Communication #FinancialLoss  Annoyed Displeased Unsatisfied 

Kindly shared by J. M Jacoby

What happened

I had 2 bookings with BA......one for flights from US to Croatia through Heathrow and the second for hotel lodging in Croatia for 5 days. When we arrived in LHR from Chicago, we attempted to make our connecting flight to Croatia. We waited in the checkpoint line for about 2 hours only to be told that we had no tickets to Croatia. We had received emails before our flights telling us it was time to board so someone at BA was aware we had tickets. We missed our connecting flight and ended up getting a room at a hotel while we waited for a phone call ,in an hour or two we were told, about how they were planning to fix our problem. After waiting for about 4 hours and not getting a call, we changed our plans to return to the US since our 72 hour Covid test was due to time out. I submitted requests for the 2 bookings for evouchers unless they would refund us for them instead. Heard back that both requests for evouchers were denied. Filed a customer complaint 8 days ago and have not heard back yet. I was not asking to be refunded for our overnight stay in London, meals, and our return flights home. Customer noservice is totally an on hold experience or disconnection. Thank you for letting me unload this.

What I wish had happened

If the 'missing tickets' had been replaced in a more timely fashion, we would have continued on. Also would like to know how it happened in the first place.

Where this happened

In Person - BA desk in LHR tying to make a connecting flight to Croatia.

British Airways Customers

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27% Financial Loss
Feelings:

Furious

Disappointed

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Annoyed

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Let down

13% Communication
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Furious

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Unsatisfied

13% Customer Service
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7% Inconvenienced
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Furious

7% Other
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7% Delivery
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7% Service
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7% Expectations Exceeded
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7% Rudeness
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7% Delivery
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Travel Customers

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27% Financial Loss
Feelings:

Furious

Frustrated

Annoyed

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Disgusted

Let down

Anxious

Unhappy

Unsatisfied

Miffed

Scared

Sad

Offended

Surprised

Uneasy

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Anti Climax

Confused

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Disheartened

25% Customer Service
Feelings:

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11% Inconvenienced
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Furious

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10% Communication
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7% Delay
Feelings:

Furious

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Anxious

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6% Fraud
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3% Rudeness
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Furious

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2% Other
Feelings:

Annoyed

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Disgusted

2% Returns
Feelings:

Furious

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Unsatisfied

Offended

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Unhappy

2% Discrimination
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1% Embarrassment
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Disgusted

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1% Quality of product
Feelings:

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Other

Let down

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1% Delivery
Feelings:

Let down

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0% Delivery
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0% Service
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0% Expectations Exceeded
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